Task · Orders

Chase payment on an unpaid order

Send the buyer their payment link again, hand it over another way, or let the tickets go.

3 steps · About 2 minutes

1. Open the unpaid order

   Your eventOrders

   A buyer who left the checkout at the payment page has an abandoned order. Choose Filter, then Status, then Abandoned to find it. It's listed only if the buyer saw “We may email you about this event” at checkout.

   go.tito.io/acme/summer-fetes-summer-fete/admin/orders

2. Select Email payment request

   It appears beside the amount at the top of the order, with Open payment page next to it. You see the subject line and the email itself, laid out the way the booker will get it, with the payment link in it. Send it when it reads right.

   The email lists what the order is for. Under What you’re paying for it names each ticket and item with its price, any price you set yourself, and the amount to pay. The page the link opens shows the same thing.

   Open payment page gives you the link itself, if you'd rather send it some other way.

   The page the link opens lists what the order is for. The booker sees each ticket and item with its price, any tax, and the amount to pay, so they can check the order before they pay for it.

3. If the checkout has expired, select Start the payment again

   It's in Actions at the top of the order. The buyer's link stays the same, and the next time they open it they get a fresh checkout.

   If they pay you another way, select Mark as paid from the same menu. The tickets are issued and the buyer gets their confirmation.

   The buyer can cancel the order themselves. An order they made at checkout and haven't paid has Cancel order on its page. Its tickets go back on sale. An order waiting for a bank transfer, one made from a quote, and one you made for them don't have it.

   Cancel order cancels the whole order, not just the link.

   The tickets it was holding go back on sale, and you can't undo it. There's a confirm step before anything happens.

   When you select Start the payment again or Cancel order, Tito checks whether the payment attempt can be safely stopped. If the payment result is unclear or cannot be checked, Tito refuses the action. That refusal doesn’t cancel the order or release its reservations. Payment can still complete and reservations can expire.

   These actions are for an order that is still awaiting payment. If the buyer pays while you have one of them open, Tito says so and takes you back to the order rather than acting on it.